Are you unhappy with a product you have bought? Not sure what to do?
Make sure you keep any relevant documents such as invoice or receipt, packaging, photos, emails or letters.
Take action to resolve the issue as soon as possible.
You should try talking to the business first. Be polite and explain what has happened as calmly as possible. You may need to speak to the manager as many employees do not know about consumer rights. Make sure you keep notes of the conversation.
The next step is to follow up the complaint in writing. Make sure you are clear and polite. Use plain language rather than trying to sound like a lawyer. Details you should include are:
- Date of purchase
- Date problem occurred
- What you have done so far to resolve it
Give the business a reasonable time to resolve it-say 7-10 days. Make sure you keep a copy of the letter.
If your letter does not work, then you can complain to the Fair Trading or consumer protection agency in your state or territory.
Remember that you have rights under the Australian Consumer Law.
